Data Drives Decisions

The District of Columbia Housing Authority has successfully processed and addressed 75,000 maintenance requests thanks to the now streamlined online tool that increases customer service and efficiency, while also providing real-time data for the agency to base its business decisions.

The maintenance request intake and processing system, which has been assisting the more than 13,000 public housing residents since May 2015, is a secure cloud-based system that was created by the Office of Public Affairs and Communications in its efforts to further improve customer service and confidence.

“The 24-hour, web-based system allows the customers to spend less time on the phone with service agents and it provides DCHA property managers with exhaustive, real-time data that informs their business decisions,” said OPAC Director Richard White. “Daily, consistent, and detailed reports of site-specific maintenance requests are delivered to property and operations staff, giving them data to make better choices, such as budget allocations and planned preventative maintenance.”

The system processes all of the maintenance requests that are reported by DCHA customers. Once a customer calls to report a maintenance request, messages and alerts are then sent via text and email to the property management staff to alert them of the issue and a receipt of the request is delivered to the customer. Also, about three weeks after the customer reports the problem, a satisfaction survey is sent to the customer to measure their overall experience. Currently, the system processes the more than 2,800 maintenance requests each month.

This system has led to great improvements and efficiencies for DCHA customers and staff. Customers tell the call center staff they like the having immediate confirmation that their request has been submitted and that they have a voice and can provide their input and feedback. Also, the automatic priority rating and contractor alert have gotten customers’ issues addressed much more quickly and efficiently than they were with the previous system.

Customer service levels within the call center have increased from a 75 percent answer rate in 2014 to a 95 percent rate in June 2017 because the system streamlined much of their work. Property management and maintenance staff have been able to better manage their time and resources with accurate descriptions of issues.

Said White, “The strength of the system rests in the granular data. For budgeting and forecasting purposes, real value exists in knowing how many tooth bush holders need to be replaced in any given quarter.”